Legal – Mutate Skincare

Shipping Policy

This Shipping Policy outlines how Mutate Skincare processes, ships, and delivers your orders across India. Please read this carefully before placing an order.

Last updated: June 2025

1. Order Processing & Dispatch

Orders placed on the Mutate Skincare website are processed on business days (Monday through Saturday, excluding public holidays). Upon successful payment confirmation, your order will be reviewed, packed, and prepared for dispatch.

Standard dispatch timeline: 2 to 4 business days from the date of order confirmation.

During sale periods, new product launches, or periods of high order volume, dispatch timelines may be slightly extended. We will communicate any significant delays via email or WhatsApp.

2. Delivery Timelines

Delivery timelines provided at checkout or in any communication are estimates only and are not guaranteed. Estimated delivery timelines vary by location:

Metro cities (Delhi NCR, Mumbai, Bengaluru, Chennai, Hyderabad, Kolkata): 2 to 5 business days after dispatch
Tier 2 and Tier 3 cities: 4 to 7 business days after dispatch
Remote or non-serviceable PIN codes: 7 to 12 business days after dispatch

These timelines are indicative. Actual delivery may vary based on courier partner performance, destination PIN code, and factors listed under Section 9 (Force Majeure and Exclusions) of this policy.

3. Shipping Charges

Shipping charges, if any, will be clearly displayed at checkout before you confirm your order. Shipping charges are subject to change without prior notice and may vary based on order value, weight, and delivery location.

4. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation containing your tracking number and a link to track your order with the relevant courier partner. You can use this information to monitor the real-time status of your delivery.

If you have not received a tracking update within 5 business days of your order confirmation, please contact our support team at info@mutateskincare.com or on WhatsApp at +91 90340 99009.

5. Courier Partners

Mutate Skincare ships all orders through reputable third-party logistics and courier companies. The specific courier partner assigned to your order will depend on your delivery location and prevailing service conditions. Our logistics partners include, but are not limited to, Delhivery, Shiprocket-associated carriers, and other recognised logistics providers.

We do not directly control the operations, performance, or conduct of courier partners. Any concerns about the behaviour of a delivery executive should be reported to us in writing and we will liaise with the relevant courier company on your behalf.

6. Delivery Address & Customer Responsibility

It is your sole responsibility to ensure that the delivery address provided at checkout is accurate, complete, and accessible for delivery. This includes:

Complete street address including building name, floor, and flat/unit number
Correct city, state, and PIN code
An active and reachable contact number for the delivery executive

Mutate Skincare is not responsible for non-delivery, delay, or loss of package resulting from an incorrect, incomplete, or inaccessible delivery address provided by the customer. In such cases, re-delivery or reshipping charges may apply and will be borne by the customer.

7. Failed Delivery Attempts

Our courier partners will typically make up to three (3) delivery attempts at the address provided before marking a shipment as undeliverable and returning it to us. It is your responsibility to ensure someone is available to receive the package or to coordinate with the courier partner after the first missed attempt.

In the event of a returned shipment due to failed delivery attempts, we will contact you to arrange re-delivery. Re-delivery shipping charges will be applicable and must be paid before re-dispatch. If you choose not to receive re-delivery, a refund will be processed for the order value minus original and return shipping charges.

8. Risk of Loss & Title Transfer

Risk of loss and title to the products purchased pass to you upon successful delivery to the delivery address specified in your order. Once a delivery is confirmed by the courier partner's system as 'Delivered', responsibility for the products transfers to you.

If you believe there has been a delivery error (i.e., the tracking shows 'Delivered' but you did not receive the package), please contact us within 48 hours of the marked delivery time with supporting evidence. Claims raised beyond this window will not be entertained.

9. Force Majeure & Exclusions

Mutate Skincare is not responsible for delays or non-delivery caused by circumstances beyond our reasonable control, including but not limited to:

Severe weather events, natural disasters, or floods
Government-mandated lockdowns, curfews, or movement restrictions
Strikes, industrial action, or civil unrest
Courier partner operational issues, system failures, or misrouting
Customs or regulatory delays
National or state-level public holidays

In such circumstances, we will endeavour to communicate updates promptly and to facilitate delivery at the earliest opportunity.

10. Unboxing & Claims

If you receive a package that appears to be damaged, tampered with, or incorrectly delivered, please do not discard the packaging. A mandatory unboxing video is required to raise any claim related to the condition of the delivered product. Please refer to our Cancellation & Refund Policy for full details on the unboxing video requirement and the claims process.